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Requesting Courier Recovery for Customers
- This article is for Partners
Summary:
You can request Courier Recovery on behalf of your customer to receive an external hard drive that contains all the files associated with the selected computer backup. Courier Recovery can be very useful when a traditional restore is not ideal due to internet speed or backup size. Courier Recovery is only available to Carbonite Safe and Carbonite Safe Backup Pro customers who live in the United States. Courier Recovery is only available to restore to Windows or Mac computers. Courier Recovery is not available for CSSB backups.
Solution:
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Pricing and Details
The pricing for Courier Recovery is based on your customer’s plan. Refer to the table below for more information.
| Carbonite Plan | Courier Service | Expedited Shipping |
|---|---|---|
| Safe Basic | $99.99 | Already included |
| Safe Plus | $99.99 | Already included |
| Safe Prime | $9.99 | $19.99 |
| Safe Core | $175.99 | Already included |
| Safe Power | $175.99 | Already included |
| Safe Ultimate | $175.99 | Already included |
At the time of delivery, it is required that you or the customer sign for the package.
The drive ships with a cord that uses a USB-A connector, like this one:
If the customer does not have a USB-A port on their computer, they will need to acquire an adapter to an applicable data port on their computer (example: USB-A to USB-C adapter). We recommend acquiring such an adapter before the drive arrives so there's no further delay.
All drives are standard Western Digital My Passport (USB 3.0 drives), and come in 1, 2, 4, 6, 8, 10, or 12 TB sizes.
After you or the customer receives the recovery drive, please copy the files to another location and return the drive and cord within 21 days of the receipt to avoid the non-returned drive fee.
How to Request Courier Recovery
You can request Courier Recovery through the Carbonite Partner Portal.
Sign into your account as the https://portal.carbonite.com or with the button below.
After you are signed into your account, click Manage my accounts within the Quick Links section for Carbonite Safe.
Select an account name.
Within the customer’s account page, click +Courier Recovery.
On the next screen, enter the customer’s (or your) contact and shipping information. You will also be able to select a computer for recovery, specify the shipping method, and select a credit card of file for the Courier fee.
- Note: The Date Modified information for backed up files will not be preserved and will instead display the date that files were restored to the Courier Recovery drive.
After all required information has been entered, click Submit Case to submit your recovery request.
After you request Courier Recovery, Carbonite needs to know if you plan to restore to a Mac with an Apple M1 chip. If you are planning on restoring to an M1 Mac, please reply to the automated email so the Courier Recovery Specialist can format the drive to make it compatible with your Mac.
Additional Fees
You will be charged an additional fee if Carbonite needs to re-ship the drive or the external hard drive/cord is not returned. Refer to the table for more information. Please note that the non-returned drive fee is based on the capacity of the drive sent.
| Cost per Computer | Request to Re-ship Drive | Non-Returned Drives (2 TB and Smaller) |
Non-Returned Drive (Larger than 2 TB) |
|
|---|---|---|---|---|
| Additional Fee | $10 | $30 | $129.99 | $300 |
Please return the external drive and cord within 21 days of the receipt to avoid these additional fees.
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